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          Business Profile

          Retail Stores

          Lucky Brand

          This business is NOT BBB Accredited.

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          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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          Complaint Status
          Complaint Type

          • Initial Complaint

            10/29/2024

            Complaint Type:
            Product Issues
            Status:
            Answered
            I contacted Lucky Brand over the phone on Oct 23rd and Oct 26th and spoke to several representatives about issues with an online item. The online item number or style number is ************ and it is the Plaid Oversized Maxi Coat. I need it in a size small. I gave them this information when I called to validate this items was in stock. They stated this item was in stock in a size small and that they had plenty. I let each of the representatives know that it also shows in stock online however when you go to checkout there is an IT issue preventing me from ordering. I know it is not an issue on my end because I literally had family and friends also try to order the item in all different sizes and it keeps popping up with the same error message. You can add the item to your cart and put in all your information and go to checkout and then when you hit pay an error message appears stating the following: An item in your cart is no longer available. Please remove the out-of-stock item from your cart and try again. I tried ordering countless times on various devices with all different sizes and then I called my friends and family and had them try as well and they got the same error message. I related this information several times to several different Lucky representatives on Oct 23rd and Oct 26th. I called **************. Each of them stated they would elevate the matter and that I would be hearing back from someone. I never heard back from anyone and the item is 50% percent off and I would really like to place an order asap before the 50% deal goes away. Can someone please fix this IT issue with Lucky with this particular item. Im a recurring customer and I have never had this happen and it has been very frustrating and no one seems to be addressing the issue. Please advise.Respectfully,******* ****** ************

            Business response

            11/08/2024

            We appreciate you contacting Lucky Brand. After carefully reviewing your case and the item in question, we regret to inform you that it is currently out of stock and has been removed from our website. We sincerely apologize for any inconvenience this may have caused and for the delay in resolving the issue. Rest assured, we have provided additional training and guidance to ensure better handling of similar situations in the ********* a token of our appreciation, please find a 30% discount code: CSA30-INHE-ANSM-PEQX-MO3N and a complimentary standard shipping code: SHIP-BKOT-FM2B-MEKI-VOR9 that you may use on your next order.Thank you for your understanding.

          • Initial Complaint

            04/12/2022

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            I have received Lucky Brand Jeans as a Christmas present that have severely deteriorated rather quickly even though I've followed the instructions from the business on how to wash the jeans from a previous pair the same thing happened. After the issue happened with the 2nd pair I had reached out to customer service with pictures of the product along with all the labels and the other 12 pairs of their clothing I have and was dismissed because I did not have the receipt for the jeans since they were a gift for the holidays, and they refused to help me. This kind of treatment to a loyal customer of the ********************** so much that I ask for them every holiday and birthday and with a product that should hold up I was refused any assistance, again I've provided all the labels of the product for which the company should be able to verify their own product by labels they put on and provide me assistance with replacing the jeans they made.

          • Initial Complaint

            03/22/2022

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            The laether shoes brand new never worn with tag on bought bought 2018, cracked in half, totally unusable , called customer service, send two letter with photos to the headquarters and return center, left message and photos on messenger, no response from the company, none. This is not acceptable to ignore customer rights in this fashion. Something needs to be done so the company responds to customer requests and is responsible for quality of their products.

          Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩

          BBB Rating & Accreditation

          F

          This business is not BBB Accredited

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          Years in Business: 10

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          418 Shops at Mission Viejo

          Mission Viejo, CA 92691

          Visit Website
          (949) 347-6790

          Customer Complaints Summary

          3 total complaints in the last 3 years.

          1 complaints closed in the last 12 months.

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